RESPONSIBILITIES

• Acts as a key contact for tour staff in handling general inquires of staff members regarding department issues and operation.
• Participates in the process of training and orientation of new staff members to the computerized systems, tours & group sales procedures and techniques, room types and Food & Beverage processes and menus. Maintains, revises and develops training manual with input from appropriate sources.  Coaches staff and facilitates ongoing staff development.
• Delegates duties and responsibilities, as appropriate, to staff reporting to the department manager.
• Participates in continuous quality improvement by providing input to establish procedures and guidelines for implementation, operation, maintenance and enhancement of department operation/processes.
• Advises on scheduling requirements.
• Generates forecasting and productivity reports. Conducts departmental operation planning that supports Service, Revenue, and Team in conjunction with all outlined operational goals.
• Articulates service goals, objectives, and promotions to colleagues to colleagues and liaises with appropriate departments to ensure smooth operations.
• Fosters relationships with colleagues, departments, customers, clients and external agencies in an effort to improve understanding and streamline processes for service enhancement.
• Serves as the Tours Operations Committee Champion, responsible for representing tour office interests within the Hotel and preparing and circulating the agenda.
• Processes booking requests according to current standards; room availability, room types, inventory allocation, company contract status, account tracking, rate building, billing and guest lists.  Processes all Food & Beverage requests while providing the various Outlets with all necessary information; date, passengers, company, rates, billing and special notations.
• Completes all tasks associated with a Tour Coordinator job description.
• Carries out special projects as assigned.
• Performs other related duties as required.

QUALIFICATIONS

• High School Diploma with one-year supervisory experience or equivalent education within the last five years.
• Experience in a luxury hotel or equivalent education, training, experience in a luxury travel environment. Previous tour experience preferred.
• High proficiency with Windows, Excel and Word a necessity.
• Must be PCI compliant.
• Exhibits progressive leadership skills to empower and develop team-members, and to build positive relationships with Hotel staff, guests, contacts and clients.
• Commitment to provide excellent service and exceed guests’ expectations with a history of responding empathetically and with urgency to guests’ and team needs.
• Ability to effectively problem solve and make decisions in a personable and confident manner. Ability to communicate in a professional business manner, both verbally and in writing.
• Ability to manage and execute multiple tasks within strict deadlines.
• Proven ability to remain focused in a fast-paced environment.
• Maintains a high level of responsibility and accountability.
• Grooming according to Fairmont Hotels & Resorts Grooming Standards.
• Ability to work independently and as a team member.
• Fluency in additional languages an asset.
• Post-Secondary degree/diploma in a Hospitality Program is preferred.
• Experience with Opera Property Management System an asset.

NOTE: The position of Lead Tour Coordinator is physically demanding. The successful applicant must be physically capable of performing repetitive work, as well as lifting and carrying heavy loads.